Director, Voice of Customer Product Management
$136,800–$205,200 year
HybridHartford, Connecticut, United States
Job Summary
Own and evolve the enterprise Voice of Customer vision, strategy, roadmap, and operating model while defining long-term product direction aligned to business, data, and digital strategies. Lead the collection, synthesis, and activation of customer feedback through surveys, establish governance for insight processes, and champion customer-centric decision-making across all levels of the organization. Drive innovation through AI, analytics, and automation to transform feedback into measurable business outcomes, prioritizing investments that strengthen customer trust and retention. Partner with business units, Operations, Claims, and executive leadership to operationalize customer insights that inform strategic decisions and product enhancements. Lead a small team of direct reports, setting clear priorities, coaching for growth, and driving accountability using Agile product management and delivery practices.
Required Qualifications
- 10+ years of experience in Product Management, Customer Experience, Voice of Customer, Customer Insights, Digital Experience, Strategy, Consulting, or related disciplines
- Demonstrated success leading enterprise platforms, customer programs, or strategic transformation initiatives
- Formal or informal experience leading and mentoring teams of product professionals, including building inclusive team cultures that drive innovation and results
- Experience influencing executive stakeholders and driving cross-functional alignment
- Experience managing Voice of Customer platforms (e.g., Medallia, Qualtrics) and customer measurement programs, including NPS, CSAT, retention, and loyalty metrics
- Experience developing and applying customer journey management and journey analytics practices to drive business outcomes
- Experience utilizing Agile Product Management principles and Agile delivery methodologies
- Experience leveraging AI-enabled insights, text analytics, customer intelligence, and personalization capabilities to improve customer and business outcomes
- Hybrid work arrangement based in Hartford, CT
- Work from the Hartford office on designated in-office days
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